Customer Care Infrastructure Development Lead

Vor 4 Tagen

Lausanne, Schweiz Philip Morris International Vollzeit

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible We’re totally transforming our business and building our future on one clear purpose - to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions.

For our Customer Care team (Swiss Market), we are therefore looking for a Customer Care Infrastructure Development Lead in Lausanne, Switzerland.

In this role, you will be responsible to set-up, develop, manage and deploy the customer care infrastructure, systems and third parties set-up as well as management of new channels implementation to sustain, improve the service level and reach/surpass the market KPI's and targets for the Customer Care Unit.

You will also use the accurate governance and serving as intermediary with local PMI Information Technology teams in order to be aligned with global PMI policies.

Your responsibilities:

- Account manager on customer care's team behalf for our CTI provider (Orange Business Services), including ongoing implementations, new channels / programs / projects implementation. Act on support critical issue from TP to CTI provider, full budget management including PO's creation, follow-up, and order to cash process.
- Find opportunities to collaborate with markets using the same platform as well as use standard methodologies to ensure full use of current system set-up.
- Manage, maintain, improve and establish the roadmap for current and future implementations within PMSS on CTI system.
- Business manager on customer care behalf for the design, management and implementation of the commercial platform including new process implementation, adaptation of current processes, alignment on new features, training updates for our CSC team in Lisbon, ensure proper set-up and follow-up during the Hypercare phase.
- Understand business needs, participate in defining requirements and proposing solutions, and implement together with all PMSS partners the agreed deliverables.
- Close collaboration with the customer care team to provide technical guidance, address complex technical inquiries and issues. Communicate technical concepts and solutions in a concise and understandable manner to non-technical individuals. Maintain deep process knowledge and serve as a domain expert and resource for the customer care team regarding technical aspects and functionality.
- Proactively find opportunities for process optimisation automation and efficiency gains within the customer care team. Collaborate with PMSS partners to implement and contribute to the development of new tools, methodologies and resources to improve technical efficiencies.

We’re looking for someone with:

- College/University Degree
- Demonstrable experience in a technical consulting role, preferably within a customer support environment
- In depth knowledge of relevant technologies, IT architectures and system design
- Knowledge in information systems, CRM, especially Salesforce
- Strong analytical and problem solving skills
- Ability to convey technical information to diverse audience
- Customer centric mindset
- Solid project management skills
- ITIL service delivery management
- Proficiency in English oral and written

What we offer:
Our success depends on the talented employees who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

- Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future.

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